1、1STANDARD OPERATING PROCEDURES标 准 操 作 程 序Subject主题Lost & Foundat Check In失物招领Effective Date执行日期August 15, 20092009 年 8 月 15 日Policy No制度编号FO-FD-017 Issued by发布FOM前厅部经理Page页数1 of 1第一页Approved by批准人General Manager总经理Distribution分发Executive Committee Department Heads A&B行政委员会、部门经理 A&B 级Objective目标 To p
2、rovide guests with good hospitality为客人提供盛情的服务。 To return guest belongings in a safe and accurate way以安全正确的方式归还客人的物件Policy Statement政策阐述It is the hotels policy to remind all repeat guests of their lost & found items upon check in.这是酒店关于在前台接待处提醒所有客人 其失物招领的物件的政策。Procedures程序1. The Housekeeping Departme
3、nt will directly key in the lost and found into the guest history, e.g. L&F 16AUG,99: 00356客房部将在失物招领处直接提供线索，如：L&F 16AUG,99: 00356。2. The Housekeeping will not put the description of the item, but only the voucher number, into the guest history in order to prevent unpleasant scenes at Front Desk.客房部员
4、工将不提供除凭证号码外的详细信息，以免在前台发生不愉快的场面。3. Upon check in the Front Desk Agent will remind the guest that he forgot some items during his last stay.在前台的接待处将提醒客人在他住宿期间的忘记的物件。4. After receiving confirmation from the guest, the Front Desk Agent will contact the Housekeeping to send the items to the guestroom.在客人提供确切的相关信息后，前台通知客房部送还物件到客人房间。
